MY ROLE: CX Design Capability Lead, icare

Responsibilities

Developing the strategy, managing the CX Design Capability team, project management, planning, development and delivery of programs and activities.

Objective

Empower all icare staff with the disciplines, mindsets and practices to be customer-centric and utilise a human-centred approach to decision making and problem solving, now and into the future

Approach

• Understand and assess the business maturity around Customer Centricity and HCD, and conduct a Training Needs Analysis (TNA) to determine strategy and required deliverables;
• Design and deliver a range of tiered, targeted, modular learning programs to align and uplift staff knowledge on customer-centricity and customer service excellence, customer definitions, needs and experience, and using Human-Centred Design for problem solving and innovation;
• Establish and drive an HCD and Customer Community of Practice (CoP);
• Track success and effectiveness of the programs delivered via participant feedback and iterate to continuously improve;
• Provide quarterly and annual reporting to Execs on progress.

Achievements

Actively changed the narrative and culture around HCD and customer centricity and empowered people across the business with the disciplines, tools and mindsets to put the customer at the centre of problem identification and solution delivery.

• Delivered monthly insights, customer calls and research case studies for Executive teams via a Teams intranet site, to help them better connect with and understand customers (Customer Connections program)
• Delivered quarterly HCD Fast Tack design sprints and incubator programs to help tech, strategic delivery and EX teams apply an HCD approach in practice to a real-world business problem
• Delivered DIY HCD playbooks, toolkits and resources for the business to use via a Teams intranet site
• Delivered monthly Snack & Learn short workshops on a range of Customer and HCD tools to provide continuous learning opportunities
• Provided coaching for strategic delivery teams, professional development mentoring for CX Design practitioners, ‘train the trainer’ programs and on demand bespoke workshop design and facilitation
• Developed a Customer Essentials e-learn module to ensure a consistent understanding and alignment on customer and customer-centricity across the business

Key metrics

• Number of people and teams participating in programs and
  coaching / mentoring
• Feedback from participants – value, relevance, quality
• Effectiveness in embedding CX / HCD as a way of working
• Effecting culture change through capability uplift
• Developing champions and advocates across the business

Article: Fostering a dual culture of customer centricity and design